Position Summary:
As a Product Support Scientist 2, you will play a key role enhancing Illuminas unparalleled customer support by providing 2nd/3rd level support to in-house and field technical support staff on released commercial products. This is a primarily in-house position, although some travel may be required.

Job duties include, but are not limited to:
•Develop hands on expertise with Illumina’s assays and systems.
•Manage resolution of complex escalated support issues, by collaborating with Technical Support and Field based case owners and traveling to customer sites to assist with resolution of complex issues as needed.
•Participate in department projects and work in multidisciplinary teams to speed resolution
•Oversee sustaining product releases with assistance from senior team members and management (hardware/software upgrades, etc).
•Edit and author technical documentation in conjunction with members of the Product Support, Customer Solutions Development, and Writing Services group.
•Contribute to the development and implementation of group processes.
•Moderate travel (up to 30%)

Preferred Experiential :
•3-5 years of commercial biotech/biomedical experience preferred.
•Prior experience in an in-house or field support role is required.
•Prior hands on experience with microarray and sequencing technologies preferred.
•Prior project management experience is preferred.
•Highly motivated team p, with strong problem solving ability, outstanding interpersonal skills, and excellent English verbal and written communications skills.
•A clear vision of, and commitment to, providing outstanding customer service.

Preferred Educational :
PhD, MSc, or BS in Chemistry, Biochemistry, Molecular Biology, or related degree.

Illumina is an Equal Opportunity Employer.

Illumina是一家领先的生命科学工具和综合系统开发、制造和营销商，其产品主要用于大规模分析遗传变异及其功能。这些系统让在几年前还不敢想象的研究得以顺利开展，使我们更加靠近实现个性化医疗的目标。随着技术的飞速进步，提供创新、灵活、可扩展的解决方案和业内领先的支持服务配套至关重要。
我们致力于通过强调互动协作、快速交付解决方案、满足客户需求来面对这项挑战。
我们的客户广泛分布于全球，涵盖了学术组织、政府部门、制药厂商、生物技术公司和其他领先的机构。